Orangutan Home Services

Through the [redacted] ***, Orangutan home services was contracted to replace my homes hvac systemAn appt was set up for a salesperson to come to my home for an estimateThe salesperson never showed or calledI called home depot to let them knowI received a call the next morning from Orangutan apologizing and was assured they would come that day between noon and 3pmDidn't show till almost 3:with no apologyI again called home depot and they assured me they would take care of things through the rest of the processAfter all was looked over and an estimate given, I agreed to the price and was told by a rep that called that they would take 10% off price as a way to say sorryThey did not want to honor that until I provided them with a phone number and time that the rep calledThey listened to the recording of the call and heard him tell me and then told me they would honor itI was told that Thursday, Jan 16, they would be at my home at am to start the jobWed afternoon around 2:pm a tech from the company called and told me he needed to take measurements and could he do it between and 4:I told him I wasn't home but would be there by 4:I got home at 4:and called him to tell him I'm homeHe told me he'd be there in minI waited over an hour for him to showHe was at my home till around 6:I had to be somewhere somewhere at 6:and pretty much followed him out the doorI came home to find he never closed my attic door and one my cats was missingAfter searching for my cat for hours, I heard meowing coming from my walls over the denWe had to cut a hole in the wall to retrieve the catI still have the hole in my wallAt 9:am Thurs morning, I got a call saying they'd be coming at pmI called home depotAt 2:pm one man was DROPPED off at my home with a crow bar to start removing the old systemThe install tech arrived at pm to START what was a hour install jobThe job was finished on Friday after home depot sent a representative to sit in my home and watch them workOrangutan has made no effort to even apologize for their extreemly poor performance and total lack of caring they showed throughout the whole jobI have never dealt with such an unprofessional and uncaring company and I've had many contractors work on my homes in my years of home ownershipUnbelievable company

We spoke to Mrs. [redacted] about the miss-wired blower motor and the slow communication over the weekend.  The blower installed in the past was confirmed by the warranty company to be miss-wired so we were happy we found the mistake on the routine check-up.  When our tech rewired the...

blower he stated the motor was only blowing 40% max CFM and thereafter told customer the system was not safe to run that way.  Our tech rewired it the way he found it and the customer had the original warranty company out to repair.  The customer stated the system is now working fine but it is uncertain what was done to make the motor work at the proper CFM.  Orangutan has offered to reimburse Mrs. [redacted] for her warranty company’s $100.00 deductable.  Mrs. [redacted] was pleased with this resolution.

Through the [redacted], Orangutan home services was contracted to replace my homes hvac system. An appt was set up for a salesperson to come to my home for an estimate. The salesperson never showed or called. I called home depot to let them know. I received a call the next morning from Orangutan apologizing and was assured they would come that day between noon and 3pm. Didn't show till almost 3:30 with no apology. I again called home depot and they assured me they would take care of things through the rest of the process. After all was looked over and an estimate given, I agreed to the price and was told by a rep that called that they would take 10% off price as a way to say sorry. They did not want to honor that until I provided them with a phone number and time that the rep called. They listened to the recording of the call and heard him tell me and then told me they would honor it. I was told that Thursday, Jan 16, they would be at my home at 9 am to start the job. Wed afternoon around 2:50 pm a tech from the company called and told me he needed to take measurements and could he do it between 4 and 4:30. I told him I wasn't home but would be there by 4:30. I got home at 4:19 and called him to tell him I'm home. He told me he'd be there in 20 min. I waited over an hour for him to show. He was at my home till around 6:30. I had to be somewhere somewhere at 6:50 and pretty much followed him out the door. I came home to find he never closed my attic door and one my cats was missing. After searching for my cat for hours, I heard meowing coming from my walls over the den. We had to cut a hole in the wall to retrieve the cat. I still have the hole in my wall. At 9:05 am Thurs morning, I got a call saying they'd be coming at 1 pm. I called home depot. At 2:50 pm one man was DROPPED off at my home with a crow bar to start removing the old system. The install tech arrived at 5 pm to START what was a 9 hour install job. The job was finished on Friday after home depot sent a representative to sit in my home and watch them work. Orangutan has made no effort to even apologize for their extreemly poor performance and total lack of caring they showed throughout the whole job. I have never dealt with such an unprofessional and uncaring company and I've had many contractors work on my homes in my 25 years of home ownership. Unbelievable company.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[[redacted] personnel ([redacted]) also owes me a written apology regarding the manner and unprofessionalism of her call.  If [redacted] personnel speak with customers in this manner, how can they stay in business?  Also, I requested details of all work provided on my unit (January 2014 and September 2014 and a detailed breakdown).  How Provide details of why you are not satisfied with this resolution.]

Regards,[redacted]

The customer called in and set up a call for a thermostat. We sent a service tech to the home where the customer wanted us to install a thermostat that they purchased. We told the customer it would be $120 to install the thermostat which they refused to pay. I take offense to the customers remark that we somehow can set up a unit to go down in the heat of the summer. We will not respond to any more false accusations from this customer that have absolutely no truth behind their statements.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me in that I shall be awarded 4 years of service due to minimum price of $400.00 and as high as $600.00.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We have a ten year extended warranty with them for a new trane air conditioner. We are now 5 yrs into it and they have honored it up till now. Now that the manufacture warranty is done, they have told us we will have to pay labor and parts. I asked the technician to explain that to me. We went around and around with this. He would say with one breath, we wouldn't have to pay parts and labor and with another breath he would say we would have to pay labor and parts. All he wanted to do is sell us more things.( With every visit they made they wanted to sell us something. We were up to over three thousand dollars in products,parts and labor. They came out and checked our air conditioner on June 18 for our annual check up. We told them we were going to be gone for a month. We came back on July 22 and our air conditioner broke on July 24th. Called them and they came our on 25th. at 7:00 pm. Put some Freon and left. This is their usual with us, put Freon and leave. They just put a band-aid on the problem. We waited over a month later for them to come out and found the problem but they never called. I finally called them and told them I was not happy with their service, and I wanted a technician to come out and find the problem. When the technician can in he said, he was just going to call me but that I had called before him. I told him that they were just putting a band-aid on the problem and not fixing the problem. He said I was right, they had done that. He said a coil was leaking and they couldn't pin point the leak. We had another Air Conditioning Co. come in and look for the leak and they found none.

A few yrs. ago we called in on a Friday because our air went out. They said nobody work on weekends. So we went through the weekend with no air in the summer in AZ. We will not have them in our house again because we can't trust them.

To respond to Mrs.

[redacted]’s complaint, we are not sure what problem she is having with her

unit.  We have been performing routine

maintenance on a unit installed by another company since 2012. On 5/5/2015 Mrs.

[redacted] called our office because her thermostat was reading 3 degrees...

different

than the actual room temperature.  We

dispatched our senior tech, Eric, and he found the indoor coil was leaking

Freon and the primary and secondary drain pan were filled with water.  We did a temporary fix on the unit and

charged it with Freon so Mrs. [redacted] would have cooling while she decided what

she wanted to do.  We charged her $600.00

for Labor and Freon.  Mrs. [redacted] was

deciding if she wanted to replace her unit.  Mrs. [redacted] then called us back to come to her home on 5/11/15 to

purchase a new unit and we credited her the $600 repair.  We did not install the new unit until

5/21/15.  We returned on 5/22/15 to

complete her installation, we repaired and replaced a lot of the damaged duct

work that caused the original problem.  On 5/29/15 we returned to her home to repair drywall that we cut to

install the new unit. On 6/18/15 we returned to her home to texture the drywall

that we repaired.  On 7/2/15 we painted

the entire closet to ensure the paint would match the patches we repaired.  The only time we have been called by Mrs.

[redacted] was on 6/19/15 she stated the unit was blowing warm, on arrival we found

no problems with the unit.We are not sure of what

problems Mrs. [redacted] is having with the unit, we have been to her six times

since we installed it, two visits to complete the install, three visits for

drywall and paint, and one service call.  We have no phone records of her calling since 6/19/15.  We received a letter from Mrs. [redacted] on

11/2/15 asking us to only correspond with her through mail. (Enclosed)  We returned a letter, as she requested asking

if we can call so we can find out what the issue was. (Enclosed)Again, we are not sure

what the problem is with the unit since we have had no contact with her since

June.  We are waiting for her letter

response to figure out the next step.  If

you could help us find this information out, we will fix any problem she has.

To address Mr [redacted]'s concerns, first of all, he purchased his unit through the Home Depot and they set the pricing for what we can charge for units. The price he paid is a very competitive price in our market.  There is always someone that will do a job cheaper but do they have interest...

free financing, or quick installation? The statement of a "recall" on the coils is not accurate.  Lennox settled a class action lawsuit for leaking coils.  They will reimburse homeowners up to $625 for any repairs due to coils leaking on certain units.  The This does not mean that a contractor will do the work for free, it is not a contractor problem but a manufacture problem.  However, on 9/30/15 when we inspected his coils they were not leaking and would not qualify for the repair.  We did mention the coils were starting to rust, but this is a normal process for a coil as they age.  We have been doing regular maintenance on his unit so we would continue to monitor the coils to watch for leaks.  On 11/15/15 we were called to Mr. [redacted]'s home to check the unit not working.  We found the TXV was not working 100%.  This part is covered under his manufacture warranty but labor, Freon, liquid line dryer, reclaiming Freon per EPA guidelines, 411 flush, and all the other miscellaneous materials are not covered and are a cost to the homeowner.  We have been honest with Mr. [redacted] since day one, we do not appreciate the accusation of being shaddy.  We have not charged him for any repairs and have not done any repairs.  Mr [redacted] has a manufacture warranty and any Lennox contract can service his unit.

Talked to customer, addressed his concerns, went through the issues with the Trane hard start we was suppose to get.  Trane does not make a Hard start for his 10 yr old model, extended his maintenance agreement for an additional 2 years for all his troubles.

I spoke with Jeff yesterday 8/8 he did offer me 1100.00 for the issues we have had. They are also suppose to be installing...

a new counter top, painting the kitchen walls, and re-doing the kitchen back splash on the 11th. So far there has been no phone calls telling me there are any problems which has happened a few times already. So I am hoping all is still good. 

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I can provide a copy of the service receipt in which we paid for 3 pounds of freon.  There was NOTHING WRONG WITH THE THERMOSTAT.  Even if there had been, it was initially installed by Orangatun when they installed the air conditioner just 6 years earlier! Thermostats last longer than 6 years! Funny how this all happens less than 1 year out of warranty! The reason the air conditioner wasn't performing at below 83 degrees was because it was low on freon.  I was informed that there is NO WAY a freon leak would not have been NOTICED just 3 months earlier, if the technician was a qualified technician and there was this amount of freon needed in this short period of time.  This is a malicious attempt to get repeat service by the service person and I understand is a complaint many have made on behalf of Orangatun.  In other words, THEY HAVE A HISTORY OF DRUMMING UP BUSINESS IN THIS WAY! This business needs to stop sucking unsuspecting customers of their money! I am demanding a refund of 1) the charge that was made to service the air conditioner in which a malicious attempt to release freon was made in order to drum up return servicing.  2) a refund for the service by a QUALIFIED TECHNICIAN  that was performed to replace the released freon and now 3) (thank you for reminding me) a charge for reimbursement of the (no so defective) thermostat that was replace through advice of Orangutan via a verbal call.  The culprit to our air conditioning problem was the supposed leak in the system that required 3 pounds of freon to be re-added!

Regards,

We have been with Orangutan Home Service for a few years now and found that they have a certain pattern of their work that is negative.

For example, today they called at 10:00 to tell me the repairman wouldn't be able to make it out because of family emergency. They gave me a window of 8:00-10:00 am when the appointment was made and then this morning a little after 7:00 am I got a call stating the repairman would be on his way. We waited all morning and then at the last minute got the message.

Sometimes I have to call them after waiting all day of the window with no show and no call letting me know what was going on. I regularly have to call them.

The other problem is they apparently find something wrong with old costumer units they work on and always make suggestions of what is needed. After being told our unit should be replaced instead of more repairs, it was their suggestion to buy a new one from them.

At the time we trusted them and bought a new heat pump which made it a contract to have their service while it was on the labor warranty of one year.

After 2 months the unit stopped working and we couldn't get anybody out for several days and then it took nearly 2 weeks before the repair was completed. My family was in home temperature of 93 degrees during that time.

We are now on our 3rd repair of this 1 year & 1 month old Lennox heat pump. Our labor warranty ended in May so we had to pay for Freon to be replaced when it had just been replaced in April of this year.

We just found out that with the labor warranty being ended so is our contract with Orangutan service which we will no longer do business with them. We are even paid in full for several years of no charge maintenance so you know how bad of service we think they provide.

I apologize for the calls, we have taken you phone number out of our system and we will never call again.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They have not resolved the complaint and have stopped returning my call.  I made the original purchase as a referral from [redacted] and I understand that [redacted] is no longer partnering with Orangutan.
They have three times told me they would do something and three times failed to do what they said they would do.
They have not resolved the issue and to my knowledge are making no attempt to resolve.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The issue was never resolved.  I made several appointments  with the vendor but the work was never completed.  I purchased my AC from the vendor through [redacted] has offered to reimburse me in part for the incomplete work and the resulting damage. [redacted] is also working with me to transfer remaining service and warranty to a different vendor as I have lost confidence in this vendor.

Regards,

Orangutan Home Service purchased the 24 months same as cash for the customer from [redacted].  Orangutan has already notified [redacted].  We are waiting for [redacted] to correct the problem.  This was not an Orangutan mistake, it was a [redacted] error but we are...

working with [redacted] to Resolve it.

I spoke with Mrs. [redacted] and agreed to refund the pro-rated amount of her extended warranty.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and I want to make some clarifications. [redacted] called me and left a message on 1-22-15 around 10:30 am. Within an hour of his phone message I returned his call at the number he provided, but Orangutan was experiencing a high call volume and I couldn't get through. So I called in the afternoon, got through to the main switchboard  and requested the extension he provided. It rang and rang and then went to a busy signal. No voice mail, no way to contact [redacted] at the extension he provided me. Yes, I did feel that one of the technicians was going to destroy my unit as he came out 3 times (11/16/12, 11/27/12, and 11/29/12) without any success at fixing the problem, after I was told I had to pay a diagnostic fee. I watched him use his cell phone, move wires around, and linger about as he really wasn't sure what to do. A senior technician finally came out on 1/22/13 and was able to diagnose what was going on and he rewired parts of the system. He told me he would order the parts and get back to me. Then I get a call weeks later telling me that another technician needs to come out and diagnose the problem again. When I told her that had already been done she wanted to argue with me, even though I was reading verbatim what the senior technician had written on my report from 1/22/13. So all I could assume is that the first senior technician quit or was fired before he could get the parts ordered, so someone else had to come out and rediagnose the problem. On 2/22/13 a new circuit board was installed and the problem finally fixed, after 3 months of high electric bills from a faulty system. So I wasn't going to complain at this point and was not asking for any reimbursement for the diagnostic fee. Until....last week when I called and couldn't figure out why my unit had stopped working and when I called Orangutan they said they had to charge me a diagnostic fee of $55.00, even when I was told that with the [redacted] warranty everything would be covered. It was then that I decided to write to the Revdex.com. I found that my breaker had blown and I reset it and fixed the problem, but feel that in the future Orangutan should stand by there promise that the [redacted] warranty provides what I was told it provides by the original salesman who sold me the 3 units, and that did not include a diagnostic fee or a travel fee. I might add...I got a call from Orangutan last week that my 3 units needed to have the yearly heating checks done. I told her that one of her technicians did come out on 10/4/14 and did the heating maintenance on all 3 units. She told me he had only done the AC maintenance and I told her that would be incorrect as it was October. She said sometimes they do the AC maintenance in October, even though I was pretty sure he was doing the heating maintenance since I live in northern AZ and would not be turning on my AC in Oct. She told me she would call the technician and get back to me. Never heard from her again.

Regards,